HCL’s Engineering led approach for Product Support Services

HCL’s CoPS engine adds a machine-learning based intelligence layer to the existing support systems which uncovers the cross channel customer journey, capturing and analyzing what was said, written and done during each step of the customer journey and extract the knowledge to drive better results. With more than a hundred customizable dashboards right out of the box, integration with popular CRM & ALM tools and a responsive UI and optimized resource planning, it is focused on improving the Value Per Interaction and not just cost savings.

HCL Support Experts conduct a dedicated workshop of 2 weeks for “Process Benchmarking” with detailed reports on process automation improvement opportunities, recommendations and benchmarking using best practices.

This holistic approach makes the overall product support efficiency gain exponential benefits rather than linear benefits.